Method and apparatus for product defect classification

ABSTRACT

Method and apparatus for processing defect data indicative of defects in a product is described. In one example, each of the defects is assigned one of a plurality of severity levels and one of a plurality of impact levels. The defects are classified into categories based on combinations of severity level and impact level. A graphic representative of a topographical relation among numbers of defects in the categories is generated. The graphic is displayed on a graphical user interface (GUI).

CROSS-REFERENCE TO RELATED APPLICATIONS

This application claims benefit of U.S. provisional patent applicationSer. No. 60/714,921, filed Sep. 7, 2005, which is incorporated byreference herein.

BACKGROUND OF THE INVENTION

1. Field of the Invention

Embodiments of the present invention generally relate to productanalysis and, more particularly, to a method and apparatus for productdefect classification.

2. Description of the Related Art

Companies that supply products and services to end users track defectsassociated with such products and services (generally referred to asproduct defects). Product defects may be discovered before the productis released on a wide scale, such as during manufacture of a product orduring beta testing of a product. Product defects may also be discoveredafter the product is released, such as through technical support callsfrom end users. Not all defects affect the product in the same way. Forexample, some defects affect the core functionality of a product suchthat the product cannot be used for its intended purpose. Other defectsaffect non-core functions and do not cause the product to be unusable.While the former defects may require an immediate action, the latter maynot. Since there are many different types of defects that requirevarious actions, merely storing a list of defects as such defects arediscovered for a product is not an efficient product analysis mechanism.Accordingly, there exists a need in the art for an improved method andapparatus for product defect classification.

SUMMARY OF THE INVENTION

Method and apparatus for processing defect data indicative of defects ina product is described. In one embodiment, each of the defects isassigned one of a plurality of severity levels and one of a plurality ofimpact levels. The defects are classified into categories based oncombinations of severity level and impact level. A graphicrepresentative of a topographical relation among numbers of defects inthe categories is generated. The graphic is displayed on a graphicaluser interface (GUI).

BRIEF DESCRIPTION OF THE DRAWINGS

So that the manner in which the above recited features of the presentinvention can be understood in detail, a more particular description ofthe invention, briefly summarized above, may be had by reference toembodiments, some of which are illustrated in the appended drawings. Itis to be noted, however, that the appended drawings illustrate onlytypical embodiments of this invention and are therefore not to beconsidered limiting of its scope, for the invention may admit to otherequally effective embodiments.

FIG. 1 is a block diagram depicting an exemplary embodiment of acomputer configured to implement the processes and methods describedherein;

FIG. 2 is a block diagram depicting an exemplary embodiment of thedefect classification system in accordance with one or more aspects ofthe invention;

FIG. 3 illustrates an exemplary format for classified defect data inaccordance with one or more aspects of the invention;

FIG. 4 illustrates an exemplary graphic for a visual representation inaccordance with one or more aspects of the invention;

FIG. 5 illustrates an exemplary embodiment of a graphical user interface(GUI) in accordance with one or more aspects of the invention; and

FIG. 6 is a flow diagram depicting an exemplary embodiment of a methodfor processing defect data indicative of defects in a product inaccordance with one or more aspects of the invention.

DETAILED DESCRIPTION

FIG. 1 is a block diagram depicting an exemplary embodiment of acomputer 100 configured to implement the processes and methods describedherein. The computer 100 includes a processor 101, a memory 103, varioussupport circuits 104, and an I/O interface 102. The processor 101 may beany type microprocessor known in the art. The support circuits 104 forthe processor 101 include conventional cache, power supplies, clockcircuits, data registers, I/O interfaces, and the like. The I/Ointerface 102 may be directly coupled to the memory 103 or coupledthrough the processor 101. The I/O interface 102 may be coupled tovarious input devices 112 and output devices 111, such as a conventionalkeyboard, mouse, printer, and the like, as well as a display 116. TheI/O interface 102 is further coupled to a database 122. The I/Ointerface 102 may also be coupled to one or more external systems 150(e.g., via a network).

The memory 103 may store all or portions of one or more programs and/ordata to implement the processes and methods described herein. Notably,the memory 103 may store program code to be executed by the processor101 for implementing a defect classification system 120. The memory 103may include one or more of the following random access memory, read onlymemory, magneto-resistive read/write memory, optical read/write memory,cache memory, magnetic read/write memory, and the like, as well assignal-bearing media as described below. The database 122 may comprise aportion of the memory 103 for the computer. Alternatively, the database122 may be more sophisticated, such as a database server configured witha well-known database platform (e.g., database software commerciallyavailable from Oracle Corporation).

The computer 100 may be programmed with an operating system, which maybe OS/2, Java Virtual Machine, Linux, Solaris, Unix, Windows, Windows95,Windows98, Windows NT, and Windows2000, WindowsME, and WindowsXP, amongother known platforms. At least a portion of an operating system may bedisposed in the memory 103. Although one or more aspects of theinvention are disclosed as being implemented as a computer executing asoftware program, those skilled in the art will appreciate that theinvention may be implemented in hardware, software, or a combination ofhardware and software. Such implementations may include a number ofprocessors independently executing various programs and dedicatedhardware, such as ASICs.

In operation, a user interacts with the defect classification system 120via one or more of the input devices 112, the output devices 111, and agraphical user interface (GUI) on the display 116. The defectclassification system 120 receives data indicative of product defects(“product defect descriptions”) from the external systems 150 for one ormore products. The term “product” is meant to include both products andservices. The external systems 150 may include various systems fortracking defects in products, such as technical support systems, qualitycontrol systems, and the like. A user interacts with the defectclassification system 120 to classify the product defect descriptions.Classified defect data 124 may be stored in the database 122 for theproduct(s). Information derived from the classified defect data 124 maybe displayed to a user via the GUI 118. The classified defect data 124may be updated periodically via user interaction with the GUI 118. Anexemplary embodiment of the defect classification system 120 isdescribed immediately below with respect to FIG. 2.

FIG. 2 is a block diagram depicting an exemplary embodiment of thedefect classification system 120 in accordance with one or more aspectsof the invention. The defect classification system 120 includes aclassification module 202, a visualization engine 204, and an alertengine 206. The classification module 202 is configured to receiveproduct defect descriptions 208. The product defect descriptions 208include information about various defects associated with a particularproduct. For example, assume the product comprises a networking device,such as a broadband modem (e.g., a cable modem). An exemplary defectdescription for the networking device is: “Device does not function witha particular model router.” The product defect descriptions 208 may beobtained from various external systems, as described above.

The classification module 202 is also configured to receive severityrule data 210 and impact rule data 212. The severity rule data 210defines a plurality of severity levels assignable product defects.Severity is defined as the seriousness of a defect from the point ofview of the end users of the product. Severity is not altered by thetechnical nature of the underlying defect. For example, if a defect isespecially difficult to fix, or requires extensive hardware changes, theseverity is not altered. Also, the likelihood of encountering a defectdoes not affect severity (N.B., this is captured in the impactclassification, discussed below). Severity includes not only how theproduct functions “stand-alone,” but also how it functions within theend user environment. For example, if a networking product does notfunction when used in conjunction with an end user's existing homenetwork without removing or reconfiguring other devices, this would beconsidered a defect.

Severity is not dictated by product requirement specifications, butrather by expected performance from an end user point of view. Forexample, end users may have an expectation that a product performs acertain way. If the product does not function as expected, then this isa defect from the end user point of view, even if the product isfunctioning as designed. The root cause of the defect may be inadequateproduct specification or inadequate documentation, but it is a defectnone-the-less.

In one embodiment, the severity rule data 210 defines five severitylevels. A first severity level (S1) represents the most severe defect.For example, the product or some core functionality of the product isinoperative and there is no workaround. A defect having an S1 severitylevel will very likely generate both technical support calls and returnsof product. A second severity level (S2) is less severe than the S1level. For example, the product requires a workaround to regain corefunctionality or a non-core function is inoperative, but the end user isstill able to use the core functions of the product. A workaround is noteasy or trivial. A defect having an S2 severity level will likelygenerate technical support calls and may generate returns of product.

A third severity level (S3) is less severe than the S2 level. Forexample, some feature of the product is confusing to use or is apt to beused incorrectly. The product requires a trivial workaround to recover anon-core function. A defect having an S3 severity level may generatetechnical support calls. A fourth severity level (S4) is less severethan the S3 level. For example, defects having an S4 severity level mayrelate to “fit and finish” issues. Product appearance, function, orperformance is not as the end user expects or desires or is substandardto what would reasonably be expected of the product brand. A defecthaving the S4 severity level is not likely to generate support calls.

A fifth severity level (S5) is less severe than the S4 level. Forexample, defects having an S5 severity level may relate to enhancementissues. That is, the product may be enhanced if it had a particularfeature, but is otherwise functioning as expected by the end user. Thoseskilled in the art will appreciate that the severity rule data 210 mayinclude any number of severity levels having various criteria other thanthose listed above. In general, the severity levels are defined withrespect to expected performance of the product from an end user point ofview.

The following are some exemplary defects and corresponding severitylevels for a networking device, such as a telephony device:

1) Product does not function with a particular model router: Severity 1;

2) Second line of two-line phone system does not ring if first line isoff hook: Severity 1;

3) Product requires a router to be upgraded in order to function:Severity 2;

4) Product requires a static internet protocol (IP) address to bemanually configured to function: Severity 2;

5) Product's phone book is not intuitive to use and causes users to loseentries: Severity 3;

6) Product has minor surface blemish on a secondary surface: Severity 4;

7) Product's screen saver should be configurable: Severity 5.

The impact rule data 212 defines a plurality of impact levels assignableproduct defects. Impact quantifies how likely end users are to encountera particular defect. In one embodiment, impact is a combination of twomain factors: (1) the percentage of the end user base that canexperience the defect; and (2) the likelihood of an end user who couldencounter the problem actually encountering the defect. For example, aproduct may include a defect that all end users experience if they usethe product is an unusual way. A product may include a defect thataffects all end users who have a particular third-party product, albeita third-party product with a small market share. In both of theseexamples, the overall impact is lower than it might otherwise be.

In one embodiment, the impact rule data 212 defines five impact levels.The five impact levels are based on the estimated percentage of endusers who will encounter the defect. A first impact level (I1)represents the most impact. For example, 20-100% of the end users willencounter an I1 defect. A second impact level (I2) represents lessimpact than the I1 level. For example, 5-20% of the end users willencounter an I2 defect. A third impact level (I3) represents less impactthat the I2 level. For example, 2-5% of the end users will encounter anI3 defect. A fourth impact level (I4) represents less impact that the I3level. For example, 0.5-2% of the end users will encounter an I4 defect.Finally, a fifth impact level (I5) represents less impact that the I4level. For example, less than 0.5% of the end users will encounter an I5defect. Those skilled in the art will appreciate that the impact ruledata 212 may include any number of impact levels having various impactpercentages or percentage ranges other than those listed above. Ingeneral, the impact levels are based on the estimated percentage of endusers who will encounter the defect.

The classification module 202 assigns a severity level and an impactlevel to each defect in the product defect descriptions 208. Forexample, each product defect description may be displayed to a user on aGUI and the user may assign a corresponding severity level and impactlevel in accordance with the severity rule data 210 and the severityrule data 212. The classification module 202 may assign various othertypes of information to each defect in the product defect descriptions208, such as defect identifiers, company reference numbers, notesrelated to the defects, and the like. The classification module 202produces classified defect data 214 as output. The classified defectdata 214 may be stored in a database for further processing, asdescribed below.

FIG. 3 illustrates an exemplary format 300 for the classified defectdata 214 in accordance with one or more aspects of the invention. Theformat 300 includes columns 302 through 308, and rows 310-1 through310-N (collectively rows 310), where N is an integer greater than zero.The rows 310 correspond to the defects for a given product (e.g., thereare N defects in the present example). The column 302 includes adescription for each defect (e.g., “product does not function with aparticular model router”). The column 304 includes an identifier foreach defect (e.g., a defect ID number, a company reference number, andlike). The column 306 includes a severity level for each defect (e.g.,S1 through S5). The column 308 includes an impact level for each defect(e.g., I1 through I5). Those skilled in the art will appreciate that theformat 300 may include less columns then shown and/or columns for othertypes of information associated with each defect (e.g., defect notes).The format 300 may be used to depict the classified defect data 214 in aGUI, as described in an example below.

Returning to FIG. 2, the classified defect data 214 may be updatedperiodically. The classification module 202 is configured to receivedefect update data 224. The defect update data 224 may include updateddescriptions for particular defects, updated status for particulardefects (e.g., the defect has been corrected), and the like. The defectupdate data 224 may be displayed to a user on a GUI and the user mayupdate the severity level and/or impact level in accordance with theseverity rule data 210 and the severity rule data 212. The defectdescription and/or other information associated with each defect mayalso be updated based on the defect update data 224.

For example, if a defect for a particular product is generatingtechnical support calls with questions or complaints, it may benecessary to change the severity level to a higher severity level. Inanother example, some defects may not affect product functionality arethus initially assigned a low severity level (e.g., an S5). However, itmay be determined later that the defects have such an adverse effect onthe end user's perception of the product brand that the severity levelsneed to be elevated. For example, if a product contained a defect wherethe brand name was misspelled on the product, the defect may be elevatedto a S1 severity level.

The visualization engine 204 is configured to receive the classifieddefect data 214. The visualization engine 204 automatically generates agraphic representation of a topographical relation among the classifieddefects for a particular product (“visual representation 216”). Forexample, each defect may be classified into a particular category basedon severity level and impact level. If there are five severity levelsand five impact levels, there are 25 possible categories to which adefect belongs. In particular, the categories include (S1,I1) . . .(S1,I5), (S2,I1) . . . (S2,I5), and so on until (S5,I1) . . . (S5,I5).For a given product, there is a particular number defects in eachcategory (including zero defects). In one embodiment, the graphiccomprises a histogram. The bins of the histogram correspond to thepossible categories among which the defects are distributed. Thehistogram is three dimensional having first and second axes for theseverity level and impact level, which define the bins of the histogram.A third axis represents a number of defects in a given bin. The visualrepresentation 216 may be displayed on a GUI to a user. The visualrepresentation 216 advantageously provides an overall view of the stateof a product with respect to product defects. The visual representation216 provides a concise view of the classified defect data 214.

FIG. 4 illustrates an exemplary graphic 400 for the visualrepresentation 216 in accordance with one or more aspects of theinvention. The graphic 400 comprises a three-dimensional bar charthaving an axis 402 representing severity level, an axis 404 representingimpact level, and an axis 406 representing a number of defects. Thegraphic 400 includes bars 408 representative of a number of defects in aparticular category for the product. The product in the present exampledoes not include any defects in the (S1,I1), (S2,I1), and (S1,I2)categories. Conversely, the product includes eight defects in the(S5,I1) category and nine defects in the (S2,I5) category. The graphic400 is merely exemplary, as each product will have various numbers ofdefects spread across various categories.

Returning to FIG. 2, the alert engine 206 is configured to receive theclassified defect data 214. In one embodiment, the alert engine 206 isfurther configured to receive threshold data 218. Notably, the thresholddata 218 includes a threshold number of defects for each possibleseverity level/impact level category. Each threshold may range from zerodefects to any number of defects. For example, the (S1,I1) category mayhave a threshold of zero defects, since these defects are the mostsevere and have the most impact. The (S5,I5) category may have a higherthreshold number of defects, since these defects are the least severeand have the least impact. The alert engine 206 is configured to comparethe number of defects in each of the categories with the thresholdassigned thereto. For any category, if the number of defects exceeds theassigned threshold, an alert graphic is generated. The alert graphic maycomprise any type of text, images, or combination thereof for display ona GUI. For example, the alert graphic may include text indicating thatthe number of defects in a particular category has exceeded a thresholdnumber of defects. The alert engine 206 generates alert data 222 fordisplay on a GUI.

In one embodiment, the alert engine 206 is further configured to receivepriority level data 220. The priority level data 220 includes aplurality of priority levels associated with particular severitylevel/impact level categories. For example, a highest priority level(P1) may require immediate action (e.g., action within hours). A lowerpriority level (P2) may require an action be taken in an emergencychange control board (CCB) meeting. As used herein, a “CCB meeting” is ameeting to discuss and plan product changes. A lowest priority level(P3) may require an action to be taken in a regularly scheduled CCBmeeting. Those skilled in the art will appreciate that other types ofpriority levels may be defined with respect to other types of actions tobe taken in response to a particular category of defect.

A particular alert graphic generated by the alert engine 206 may furtherinclude text recommending a particular action based on priority levelfor the defect. For example, an (S1,I1) defect affects a largepercentage of end users in such a way that the end users cannot use theproduct. Therefore, if a defect in this category is discovered, it willrequire immediate attention to determine the appropriate action (e.g.,such a category is assigned a P1 priority level). A triggered alertgraphic may include the text “Immediate action required.” An (S2,I1) oran (S2,I2) defect may be important enough to merit an emergency CCBmeeting to determine what further action may be may not be necessary(e.g., such categories are assigned a P2 priority level). It may not besufficient to wait for the next scheduled CCB meeting. A triggered alertgraphic for these categories may include the text “Emergency CCB meetingrequired.” Defects in other categories may be discussed in a regularlyscheduled CCB meeting (e.g., such categories are assigned a P3 prioritylevel). A triggered alert for these categories may include the text“Discuss at next scheduled CCB meeting.” Those skilled in the art willappreciate that the severity level/impact level categories may beassigned different priority levels than the examples above.

FIG. 5 illustrates an exemplary embodiment of the GUI 118 in accordancewith one or more aspects of the invention. The GUI 118 includes an I/Ointerface 502, a defect description pane 504, a classified defect pane506, and a visual representation pane 508. The I/O interface 502includes, for example, a menu bar, a tool bar, and like type GUI userinterface components known in the art. The defect description pane 504is configured to display a list 510 of defect descriptions for aproduct. The classified defect pane 506 is configured to display a chart512 of classified defects for the product. For example, the chart 512may be formatted as shown in FIG. 3. A user may employ a mouse and/orkeyboard to classify particular defects in the list 510 to produce thechart 512. The visual representation pane 508 includes a graphic 514showing a topographical relation among the classified defects. Forexample, the graphic 514 may be formatted as shown in FIG. 4. A user mayemploy a mouse and/or keyboard to generate the graphic 514.Alternatively, the graphic 514 may be updated automatically as the chart512 is updated. The GUI 118 is further configured to display an alertgraphic 516 in response to a number of defects in a particular categoryexceeding an assigned threshold for that category.

FIG. 6 is a flow diagram depicting an exemplary embodiment of a method600 for processing defect data indicative of defects in a product inaccordance with one or more aspects of the invention. The method 600begins at step 604, where each of the defects is assigned one of aplurality of severity levels. At step 606, each of the defects isassigned one of a plurality of impact levels. At step 608, the defectsare classified into categories based on combinations of severity leveland impact level. At step 610, a graphic representative of atopographical relation among numbers of defects in the categories isgenerated. At step 612, the graphic is displayed on a GUI. At step 614,a threshold is assigned to each of the categories. At optional step 616,a priority level is assigned to each of the categories. At step 618, analert graphic is generated on the GUI for each category where the numberof defects therein exceeds the corresponding threshold. The alertgraphic may include a recommended action based on the priority levelassigned to the category.

An aspect of the invention is implemented as a program product for usewith a computer system. Program(s) of the program product definesfunctions of embodiments and can be contained on a variety ofsignal-bearing media, which include, but are not limited to: (i)information permanently stored on non-writable storage media (e.g.,read-only memory devices within a computer such as CD-ROM or DVD-ROMdisks readable by a CD-ROM drive or a DVD drive); (ii) alterableinformation stored on writable storage media (e.g., floppy disks withina diskette drive or hard-disk drive or read/writable CD or read/writableDVD); or (iii) information conveyed to a computer by a communicationsmedium, such as through a computer or telephone network, includingwireless communications. The latter embodiment specifically includesinformation downloaded from the Internet and other networks. Suchsignal-bearing media, when carrying computer-readable instructions thatdirect functions of the invention, represent embodiments of theinvention.

While the foregoing is directed to embodiments of the present invention,other and further embodiments of the invention may be devised withoutdeparting from the basic scope thereof, and the scope thereof isdetermined by the claims that follow.

1. A method of processing defect data indicative of defects in aproduct, comprising: receiving defect data from an end-user, wherein thedefect data is indicative of defects in a product at an end-user'senvironment; assigning each of the defects one of a plurality ofseverity levels; assigning each of the defects one of a plurality ofimpact levels; classifying the defects into categories based oncombinations of severity level and impact level; automaticallygenerating a graphic representative of a topographical relation amongnumbers of defects in the categories; and displaying the graphic on agraphical user interface (GUI); wherein the graphic comprises ahistogram having a first axis representing severity level, a second axisrepresenting impact level, and a third axis representing a number ofdefects, the first axis and the second axis defining bins respectivelyassociated with the categories.
 2. The method of claim 1, wherein thehistogram comprises a three-dimensional bar chart.
 3. The method ofclaim 1, wherein each of the plurality of impact levels is associatedwith an estimated percentage of customers impacted by a correspondingdefect.
 4. The method of claim 1, wherein the plurality of severitylevels are defined with respect to expected performance of the productfrom an end-user point of view.
 5. A method of processing defect dataindicative of defects in a product, comprising: receiving defect datafrom an end-user, wherein the defect data is indicative of defects in aproduct at an end-user's environment; assigning each of the defects oneof a plurality of severity levels; assigning each of the defects one ofa plurality of impact levels; classifying the defects into categoriesbased on combinations of severity level and impact level; automaticallygenerating a graphic representative of a topographical relation amongnumbers of defects in the categories; displaying the graphic on agraphical user interface (GUI); assigning a threshold to each of thecategories; comparing the number of defects in each of the categorieswith the threshold assigned thereto; automatically displaying, for eachcategory of the categories where the number of defects therein exceedsthe threshold assigned thereto, an alert graphic on the GUI; andassigning each of the categories a priority level; wherein an action isdisplayed for each alert graphic based on the priority level assigned tothe category.
 6. The method of claim 5, wherein each of the plurality ofimpact levels is associated with an estimated percentage of customersimpacted by a corresponding defect.
 7. The method of claim 5, whereinthe plurality of severity levels are defined with respect to expectedperformance of the product from an end-user point of view.
 8. Apparatusfor processing defect data indicative of defects in a product,comprising: means for receiving defect data from an end-user, whereinthe defect data is indicative of defects in a product at an end-user'senvironment; means for assigning each of the defects one of a pluralityof severity levels; means for assigning each of the defects one of aplurality of impact levels; means for classifying the defects intocategories based on combinations of severity level and impact level;means for automatically generating a graphic representative of atopographical relation among numbers of defects in the categories; andmeans for displaying the graphic on a graphical user interface (GUI);wherein the graphic comprises a histogram having a first axisrepresenting severity level, a second axis representing impact level,and a third axis representing a number of defects, the first axis andthe second axis defining bins respectively associated with thecategories.
 9. The apparatus of claim 8, wherein each of the pluralityof impact levels are defined with respect to expected performance of theproduct from an end-user point of view.
 10. The apparatus of claim 8,wherein the plurality of severity levels are defined with respect toexpected performance of the product from an end-user point of view. 11.Apparatus for processing defect data indicative of defects in a product,comprising: means for receiving defect data from an end-user, whereinthe defect data is indicative of defects in a product at an end-user'senvironment; means for assigning each of the defects one of a pluralityof severity levels; means for assigning each of the defects one of aplurality of impact levels; means for classifying the defects intocategories based on combinations of severity level and impact level;means for automatically generating a graphic representative of atopographical relation among numbers of defects in the categories; meansfor displaying the graphic on a graphical user interface (GUI); meansfor assigning a threshold to each of the categories; means for comparingthe number of defects in each of the categories with the thresholdassigned thereto; means for automatically displaying, for each categoryof the categories where the number of defects therein exceeds thethreshold assigned thereto, an alert graphic on the GUI; and means forassigning each of the categories a priority level; wherein an action isdisplayed for each alert graphic based on the priority level assigned tothe category.
 12. The apparatus of claim 11, wherein each of theplurality of impact levels are defined with respect to expectedperformance of the product from an end-user point of view.
 13. Theapparatus of claim 11, wherein the plurality of severity levels aredefined with respect to expected performance of the product from anend-user point of view.
 14. A computer readable storage medium havingstored thereon program instructions that, when executed by a processor,cause the processor to perform a method of: receiving defect data froman end-user, wherein the defect data is indicative of defects in aproduct at an end-user's environment; assigning each of the defects oneof a plurality of severity levels; assigning each of the defects one ofa plurality of impact levels; classifying the defects into categoriesbased on combinations of severity level and impact level; automaticallygenerating a graphic representative of a topographical relation amongnumbers of defects in the categories; and displaying the graphic on agraphical user interface (GUI); wherein the graphic comprises ahistogram having a first axis representing severity level, a second axisrepresenting impact level, and a third axis representing a number ofdefects, the first axis and the second axis defining bins respectivelyassociated with the categories.
 15. The computer readable storage mediumof claim 14, wherein each of the plurality of impact levels isassociated with an estimated percentage of customers impacted by acorresponding defect.
 16. The computer readable storage medium of claim14, wherein the plurality of severity levels are defined with respect toexpected performance of the product from an end-user point of view. 17.A computer readable storage medium having stored thereon programinstructions that, when executed by a processor, cause the processor toperform a method of: receiving defect data from an end-user, wherein thedefect data is indicative of defects in a product at an end-user'senvironment; assigning each of the defects one of a plurality ofseverity levels; assigning each of the defects one of a plurality ofimpact levels; classifying the defects into categories based oncombinations of severity level and impact level; automaticallygenerating a graphic representative of a topographical relation amongnumbers of defects in the categories; displaying the graphic on agraphical user interface (GUI); assigning a threshold to each of thecategories; comparing the number of defects in each of the categorieswith the threshold assigned thereto; and automatically displaying, foreach category of the categories where the number of defects thereinexceeds the threshold assigned thereto, an alert graphic on the GUI; andassigning each of the categories a priority level; wherein an action isdisplayed for each alert graphic based on the priority level assigned tothe category.
 18. The computer readable storage medium of claim 17,wherein each of the plurality of impact levels is associated with anestimated percentage of customers impacted by a corresponding defect.19. The computer readable storage medium of claim 17, wherein theplurality of severity levels are defined with respect to expectedperformance of the product from an end-user point of view.